B2B customer experience: 10 trends to watch
Would you like to know which BtoB customer experience trends to adopt as soon as possible? We've got ten for you in this article. Contents 1.
Improving customer service has become essential for many companies, given the new uses and needs of their customers. What innovative initiatives are companies implementing in response to this challenge? We outlined 3 key trends in this article : What future for customer relationship management?
We'd like to take you a step further, and to shed some light on the subject, our iQers share with you a selection of initiatives and companies identified among the finalists of the CX Awards 2022finalists, based on 4 themes.
Consumers' expectations of corporate customer services are evolving, and growing:
Several solutions highlighted at the CX Awards demonstrate the importance of harnessing customer knowledge to improve customer service:
The startup Mayday offers a platform for automatically centralizing all customer knowledge, reworking it into simple formats (articles, interactive diagnostics) and automatically redistributing it to all customer relations tools (ticketing, chat, etc.).
The benefits are manifold: faster responses from advisors, reduced reiteration rates, reduced training time for new recruits.
Cdiscount has implemented an AI-based solution from Sprinklr to analyze all its customer interactions (calls, social networks, soon marketplace).
In particular, this system has enabled us to gain a better understanding of customer feelings, identify areas for improvement for each advisor, and identify malfunctions/problems reported by customers in a much more reactive way.
The self-care trend is gaining momentum, as we already mentioned in this article (With selfcare and artificial intelligence, what transformation for Customer Relations Centers?) at several of the finalists in the CX Awards 2022:
This is what KeepCool has done by implementing the solution proposed by TeamBrain. The bot set up on the KeepCool website is based on unsupervised machine learning, which learns from users' interactions to improve the answers offered.
The answers provided by employees and the bot also enrich an FAQ on the site, allowing SEO optimization at the same time. The result? Automatic answers are now provided for 99.97% of questions asked via the bot.
La Banque Postale presented its new Lucy callbot at the CX Awards. Lucy enables La Banque Postale to maintain high levels of accessibility at specific times (+30% of calls following the payment of social benefits).
Lucy is an embodied callbot: a specific voice has been developed in line with the company's DNA, and its flow is adapted when it detects a senior caller.
With the development of self-care, advisors are naturally called upon to handle more complex requests, which means we need to support their development:
Two finalists in the CX Awards shared initiatives to empower customer-facing teams.
Caretocare offers a specialized software solution for customer relations center managers, enabling them to develop and evaluate their teams. Based on sociological principles, Caretocare identifies the managerial expectations of each customer advisor, and proposes personalized training or management plans, as well as operational management advice.
With consumers spending more and more time on their smartphones and social networks, Fnac Darty turned to a SaaS solution fromAlcméon to connect all social networks and messaging applications, and enable advisors to respond to customers across all these channels. The results:
With messaging interactions, the customer can restart the conversation at any time. But how do you know if the interaction is really over, and if the on-the-spot satisfaction survey can be sent?
Faced with this problem, ENGIE has set up an "intelligent end of conversation".
As soon as the advisor closes the conversation, an automatic message is sent to the customer asking if he or she still needs an advisor. If yes, the conversation is continued - if no, the satisfaction survey is sent. The customer now has the power to decide when to end an interaction.
Would you like to know which BtoB customer experience trends to adopt as soon as possible? We've got ten for you in this article. Contents 1.
You're (probably) familiar with the product repository and the customer relations repository, but what about the customer experience repository? Yet the experience repository
Our experts from the Marketing and Customer Experience department give you the 5 key steps to successfully managing customer dissatisfaction. Customer dissatisfaction can arise from